Call Center Management at Interbank Case Study Solution

Disadvantages

1. The Customer Service Representatives with the spiky traffic pattern and/ or low volumes would be expensive to support.
2. The single focused Customer Service Representatives would most likely result in limited flexibility to deal with multiple channels

Task Switching Group

The advantages and disadvantages of task switching group routing model are provided below;

Advantages

1. Under task switching, the Customer Service Representatives are not reliant on tightly integrated multi-channel technologies used in routing.
2. It is easy for CSRs to understand
3. The variety is provided to the multi-talented CSRs without having any chaos of blending.

Disadvantages

1. The multi skilled CSRs are required to use the multiple medium to contact with customers.
2. There is a likelihood that CSRs would face situation in which calls wait while the less important and less urgent emails are being handled.

Blended Group

The advantages and disadvantages of blended group routing model are provided below;

Advantages

1. The CSR would keep working as long as there is any contact waiting, hence driving the high occupancy rate of agent.
2. The CSR would be responsive to spikes which have not expected in one or more than one channel.

Disadvantages

1. There is an integrated routing technology is required for blending groups.
2. The multi skilled CSRs are also required to take contact from the universal queue.

Recommendation to InterBank

After taking into consideration the evaluation of the strength and weaknesses of all three routing strategies, it is recommended that the company should use task switching group routing model due to the fact that it is most commonly and widely used model in the industry as a whole, secondly it would only requires intelligent workforce management system which would assure the effective implementation of the model to gain the favorable and desirable benefits from the model.  It would also save the training cost as it is understandable for the representatives or agents. Also, it would make agents more productive and would be able to handle multiple types of contacts including chat, inbound phone, email etc.

Appendix A – Current capacity and capacity utilization of Susan’s team

Appendix B - Reorganize division

Appendix – Pros and Cons of Routing Strategies

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